Hall Technologies November 22, 2022
Page 24 of 27
Troubleshooting
1.
The HT-WebCam-4K-AI is connected using USB 3.0 cable into a PC but there is no video from
the camera shown on the soft codec application.
a.
Confirm the green LED light on the camera is on.
i.
If green LED is off:
1.
Confirm the USB 3.0 cable is securely connected on both the camera and the
PC.
2.
Check the quality of the USB 3.0 cable to ensure it has not been kinked or
accidentally cut.
3.
Go into the soft codec application and make sure the “HT-WebCam-4K-AI” is
selected as the preferred camera.
4.
Try using a different application, such as the built-in camera application on
the PC, to verify video can be seen there. (NOTE: if using the built-in camera
application and video is shown, the camera will not be shown in any other
application until that application is closed.)
5.
If HT-WebCam-4K-AI is connected into the HT-Satellite-Dock, confirm a
separate USB power supply is connected to the HT-Satellite-Dock. (Try
connecting directly from the camera into the laptop to see if that fixes the
video.)
ii.
If green LED is on:
1.
Verify the PC has no updates pending (Windows will often disable features
when new updates have been released and those features are not enabled
until updates are installed.)
2.
Restart the PC to verify it is operating correctly.
2.
The HT-Satellite-Dock is connected using USB 3.0 cable into a PC but the far end cannot hear
audio from the microphones.
a.
Confirm the white LED light on the dock is on.
i.
If white LED is off:
1.
Confirm the USB 3.0 cable is securely connected on both the camera and the
PC.
2.
Check the quality of the USB 3.0 cable to ensure it has not been kinked or
accidentally cut.
3.
Go into the soft codec application and make sure the correct microphone is
selected as the preferred camera.
ii.
If white LED is on:
1.
Verify the microphone is not muted in the soft codec application
2.
Verify the PC has no updates pending (Windows will often disable features
when new updates have been released and those features are not enabled
until updates are installed.)
3.
Restart the PC to verify it is operating correctly.
